Manager Patient Relations RN

Job Description

Job Description

Overview

The NAH Patient Relations Manager provides managerial leadership to the FMC and VVMC Patient Relations Departments. The incumbent provides strategic direction and operational oversight to the greater NAH system complaint and grievance resolution programs, as delegated by the Board of Directors.

Will work out of both the Cottonwood and Flagstaff campus. On-site position.

Responsibilities

Patient Relations

• Prepares facility complaint and grievance reports for the NAH Director of Consumer Experience. These reports will be integrated in to Board of Director Quality & Safety Committee reports on a quarterly basis.
• Maintains required Licensure and Training. Familiar with Patient Rights CMS conditions of participation (COPs).
• Responsible for the coordination of all activities related to patient / visitor concerns, complaints, and grievances.
• Responsible for continuing development, implementation, systemization and evaluation of the NAH Patient Relations Program.
• Updates the department operating and strategic plan and maintains the Patient Relations Scope of Service and respective policies.
• Serves as a resource to department directors for ongoing mitigation of complaints and concerns through quarterly data review and contemporaneous support of inpatient concern and grievance resolution.
• Systematizes and manages the CMS COP compliant formal grievance process as defined by CMS COPs, State and Federal guidelines, and NAH Guidelines of Practice.

People Management

Financial Management

Compliance / Safety

Qualifications

RNs hired on or after 7 / 1 / 2016 : Must graduate from a BSN program within 6 years of hire into an RN position.

Existing Staff RNs : RNs hired before 7 / 1 / 2016 are not mandated to have a BSN, but are encouraged to pursue a BSN degree.

Master’s Degree - Preferred

Minimum of five years of recent acute care health care experience- Required

Leadership or management experience- Required

Experience with Excel- Required

Minimum of 3 years experience in customer service, preferably within the healthcare field- Preferred

Experience with VigiLanz database system- Preferred

Experience in data retrieval, statics, forms design, and quality improvement techniques- Preferred

Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers, and competence in using computers and basic software programs.

AZ Registered Nurse license- Required